Matrix42 IT Service Management
Matrix42 IT Service Management: A broad ITSM platform for teams managing structured, multi-level service commitments. Ranked #12 of 50 in IT SLA Management Software by our editors (7.8/10); pricing: Pricing on request · 30-day trial; best for organizations needing calendar-aware SLAs.
At a glance
- Editor score7.8 / 10
- PricingPricing on request · 30-day trial
- Best forOrganizations needing calendar-aware SLAs
- Free planNo
- SLA scopeBoth
- Founded1992 · Frankfurt am Main, Germany
- Facts checked20 Sep 2026
Where it wins
- Reaction and solution targets can vary by priority and ticket type
- Business-hour, time-zone, and holiday calendars support SLA calculations
- Reports, escalation automation, REST API, and IT asset context are included
Where it doesn't
- Pricing is quote-based rather than publicly listed
- The platform may exceed the needs of teams seeking only SLA tracking
- Deployment choices require decisions across managed, private, or on-premises models
Our verdict on Matrix42 IT Service Management
Matrix42 IT Service Management is an enterprise service-management platform for IT departments and organizations managing structured service delivery. It combines incident and service request management with a service catalog, self-service portal, workflows, reporting, integrations, and IT asset and configuration context. Its service-level scope covers SLAs, OLAs, and underpinning contracts, making it suited to organizations coordinating commitments across internal teams and service relationships.
SLA configuration is the product’s clearest strength. Reaction-time and solution-time targets can be assigned by ticket type and priority, while business-hour, time-zone, and holiday calendars shape how those targets are calculated. Escalation calculations are supported through service-level and service-time-profile configuration. Compliance, performance, and escalated-ticket reports provide visibility into results, and workflow automation with low-code extensibility supports additional process logic. This combination fits teams that need more than a basic elapsed-time timer.
The platform also has a broad operational footprint. A REST API can query and manage tickets and incidents, and integrations include Atlassian Jira, MobileIron Ivanti Neurons for MDM, and Monitoring Connector. Deployment is available through managed cloud, private cloud, or on-premises models, with the option to extend beyond IT into broader enterprise service management. According to the vendor’s pricing information, plans are quote-based; products can be tried free for 30 days. Matrix42 is a strong fit for organizations that need structured service management and calendar-aware, multi-level SLA control. Teams seeking a narrowly focused SLA tool or transparent self-serve pricing may prefer a simpler alternative.
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Matrix42 IT Service Management pricing
Matrix42 IT Service Management fact sheet
| Free plan | No |
|---|---|
| Paid from | Not verified |
| SLA scope | Both |
| Escalation automation | Yes |
| Business-hour calendars | Yes |
| Multi-level SLAs | Yes |
| SLA reporting | Yes |
| API access | Yes |
| Free trial | 30 days |
| Deployment | Cloud, Self-hosted |
| Platforms | Web |
| Compliance & security | ISO 27001, GDPR |
| Support | Email, Phone, Tickets, Docs |
| Built for | Mid-market, Enterprise (editorial estimate) |
| Integrations | 3 integrations: Atlassian Jira, MobileIron Ivanti Neurons for MDM, Monitoring Connector See all → |
| Pricing | Pricing on request · 30-day trial (source) |
| Website | matrix42.com |
| Facts checked | 20 Sep 2026 |
Matrix42 IT Service Management integrations
Matrix42 IT Service Management lists 3 integrations on its own site.
- Atlassian Jira
- MobileIron Ivanti Neurons for MDM
- Monitoring Connector
See all Matrix42 IT Service Management integrations →
Alternatives to Matrix42 IT Service Management
- ServiceNow Service Level ManagementA focused enterprise system for governing SLAs, OLAs, contracts, and service performance.9.3
- Xurrent Service Level ManagementA broad SLA platform for complex IT, enterprise service, and managed-service programs.8.8
- SolarWinds Service DeskA broad ITSM platform for teams that need SLA oversight alongside assets, workflows, and AI.8.7
See all Matrix42 IT Service Management alternatives →
Also Ranked In
Matrix42 IT Service Management is ranked in 2 of our directories.
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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